Customer Support Consultant at RPMGlobal

, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Software Troubleshooting, Customer Relationship Management, Technical Communication, Analytical Problem Solving, Ticketing Systems, Incident Documentation, SLA Management, Mine Planning Software, Finance Software, Mining Industry Knowledge, ITIL

Industry

mining

Description

About the Role RPMGlobal (RPM) is seeking a Customer Support Consultant to provide technical and functional support services for our Mine Planning and Finance Software Solutions. This is a permanent full-time role based in either our Perth CBD office or Brisbane CBD headquarters. This position is in-office; however, it allows for ad hoc working from home. The Customer Support Consultant will be responsible for investigating, troubleshooting, and resolving customer support cases across this product suite. RPM’s Mine Planning solutions enable planners to optimise the sequencing of material extraction, helping maximise operational value and efficiency. The Finance suite supports finance professionals in forecasting and modelling future costs and revenues for mining operations. To achieve excellent customer outcomes, the Customer Support Consultant will be required to work directly with end users of these products and with various teams across our business. Candidates with prior experience using RPM’s Mine Planning or Finance software, or comparable mine planning and scheduling systems, will be highly regarded. Key Responsibilities Monitor, prioritise, and respond appropriately to all application support requests. Effective communication with customers and colleagues throughout the ticket life-cycle. Investigate, diagnose, and resolve software/application issues in a timely manner. Manage customer escalations in accordance with agreed SLAs and support agreements. Ensure accurate and detailed documentation of incidents, root causes, and resolutions within the ticketing system. Proactively identify recurring issues and maintain a central knowledge base of known support issues. Maintain compliance with internal processes, quality standards, and security policies. Collaborate with global support teams to ensure consistent service delivery across regions. Maintain a high level of customer engagement and satisfaction. About You Proven experience in application or software support within a customer-facing environment. Strong analytical and problem-solving skills, with the ability to prioritise tasks and effectively diagnose and resolve complex issues. Experience with ticketing systems and support documentation (advantageous). Strong communication skills to explain technical concepts to end users. Collaborative team player with the ability to work effectively across global teams. Exposure to the mining industry or mining software would be highly regarded. ITIL Certifications and relevant experience would be desirable. Strong command of the English language in both verbal and written form. Must have the legal right to work in Australia. About RPM RPMGlobal is the mining industry’s leading enterprise technology and training provider and has been at the forefront of change and innovation in the mining industry for over 50 years. We advance the mining industry towards a safer, more efficient, and more sustainable future through the delivery of innovative software solutions and deep domain mining expertise. Guided by our underlying principles of mining expertise, innovation, and sustainability, we strive to create safer and more efficient operations for our mining customers. Our focus on providing advanced mining enterprise technology and training across the mining lifecycle enables us to guide customers through the industry's current and emerging challenges worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG-related expectations. Please, no agencies or recruiters.

Responsibilities

The role involves investigating, troubleshooting, and resolving technical and functional support cases for Mine Planning and Finance software. The consultant will manage customer escalations, maintain a knowledge base, and collaborate with global teams to ensure service delivery.